Lead Associate - Quality at WNS Global Services SA

Job Description

• To ensure professional, polite, friendly, and efficient service is always offered
• To conduct Quality assessments on advisors
• To conduct Quality audits on advisors
• To conduct compliance checks to meet SLA’s
• To administer calibration sessions with all relevant stakeholders
• To conduct audits upon request and provide managers with the necessary feedback.
• Meeting the quality operational standards.
• To conduct meetings with team leaders and advisor’s monthly
• To ensure that all advisors and team leaders receive the required number of evaluations each month.
• To mentor advisors when necessary
• Calculate a monthly quality score and compliance score
• Manage and handle internal and external escalations
• Create, maintain or update business intelligence tools, databases, dashboards, systems, or methods.
• Manage timely flow of business intelligence information to users.
• Maintain library of model documents, templates, or other reusable knowledge assets.
• Synthesize current business intelligence or trend data to support recommendations for action.
• Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders
• Assure compliance requirements are met and implement solutions to prevent non-compliance
• Attend Meetings with operations team and/ or client to report on QA analysis
• Collect data on processes in preparation for analysis to determine areas of improvement
• Conduct analysis based on consolidated data to enhance process improvements
• Ensure accurate data capturing
• Conduct spot checks on quality assessments to ensure alignment between the various stakeholders

Qualifications

• Grade12